Domestic Inbound Upselling


Service-level agreement

Between  XXXX Consultancy services Pvt. Ltd. and XXXXXXXX

Made on this date XX-XXX- 2017

Hereinafter XXXX Consultancy Services Pvt. Ltd is referred as Company and xxxxxxxx is referred as Service Provider.

The following service-level agreement is established to ensure that the provision of service defined in this agreement is performed according to the specifications stated within this agreement.

Description of services

The following services are covered by this service-level agreement:

1. Outbound Calling : Sales
2. Inbound Support : Customer Support, Up selling and Email Marketing
3. Chat Support : Customer Support, Up selling and Email Marketing


Responsibilities of service provider

It will be the responsibility of XXXXXXXX to deliver the agreed-upon services in accordance with the agreed-upon time schedule, in the manner(s) agreed to by all parties, and with the quality of performance as stated in this agreement. XXXXXXXX will generate daily status reports and deliver to XXXX Consultancy Services Pvt. Ltd representative in a manner and time frame acceptable to XXXX Consultancy Services Pvt. Ltd.

It will be the responsibility of XXXXXXXX to not to use any of the resources provided by or I.T Domestic Inbound Upselling Process

2. This is agreement does not require any signature or stamp from XXXX Consultancy services Pvt. Ltd. as its electronically approved. provided to XXXX Consultancy Services Pvt. Ltd in any other projects operated by XXXXXXXX.

It will be the responsibility of XXXXXXXX to provide a suitably equipped environment and work area for XXXXXXx Consultancy Services Pvt. Ltd to use its hot site services. This will include, but is not limited to the following:


  • 1. Dedicated Team Leader
  • 2. Clean and safe work areas
  • 3. 6 Mobile numbers
  • 4. Working Outlook or G-Suite
  • 5. CRM* (HubSpot Sales Pro for Auto Dialing)
  • 6. Provision of clean commercial power
  • 7. Secure work area
  • 8. Sufficient lighting for work to be performed
  • 9. Sufficient HVAC for work to be performed
  • 10. Access to Company data as needed
  • 11. Access to Company email services as needed
  • 12. Access to Company staff as needed during provision of services
  • 13. Monitoring of XXXXXXXX performance
  • 14. Prompt feedback to XXXXXXXX on performance issues to ensure that problems are addressed promptly


HubSpot Sales Pro : XXXXXXXX need to purchase the Subscription per each user with $ 50 Per Month in order to make calls from CRM and access other additional tools. Centers can raise an invoice for the subscription when they reach 20 th sale of that month per user.

Responsibilities of service provider

It will be the responsibility of XXXXXXx Consultancy Services Pvt. Ltd to provide the resources and tools required to XXXXXXXX to deliver the quality work. This will include, but is not limited to, the following:

1. Product Training
2. Calling Data
3. Email Data
4. Chat tools
5. CRM

Monitoring, tracking and evaluating performance

Criteria used for evaluating XXXXXXXX performance will include the following:

I.T Domestic Inbound Upselling Process

This is agreement does not require any signature or stamp from VVVVV Consultancy services Pvt. Ltd. as its electronically approved.

1. Daily status reports submitted by XXXXXXXX highlighting work performed, results achieved, successful activities, unsuccessful activities, other performance issues

2. Ongoing monitoring and observation of XXXXXXXX staff by VVVVV Consultancy Services Pvt. Ltd staff

Process for resolving performance issues

Any performance issues on the part of XXXXXXXX will be discussed within four hours of their occurrence by VVVVV Consultancy Services Pvt. Ltd management. This can be in the form of a face-to- face meeting or an electronic conference via Skype or other accepted conference system.

Issues will be presented by VVVVVVV Consultancy Services Pvt. Ltd representatives and XXXXXXXX will have the opportunity to explain its performance. Minutes of such meetings will be recorded. If XXXXXXXX accepts report by VVVV Consultancy Services Pvt. Ltd it will have 72 hours to remediate the issue. If XXXXXXXX rejects report by XXXXXXx

Consultancy Services Pvt. Ltd it will have 24 hours to provide a suitable explanation and proposal for remediation.

Service Fee

It will be the responsibility of XXXXXXXX to provide suitably achieved targets to earn the service fee from XXXXXXx Consultancy Services Pvt. Ltd to use its hot site services. This will include, but is not limited to, the following:

XXXXXXXX will reach below payment method when all there agents are able to produce the sales.
Sale = When customer pay for the subscription on the XXXXXXx Consultancy Services Pvt. Ltd.
XXXXXXXX will get paid Rs : 1000/- only form XXXXXXx Consultancy Services Pvt. Ltd on each successful sale on every Monday for the previous week of submission.

It is XXXXXXXX responsibility to coordinate with development team to finish the customer’s website according to his/her requirement and deliver the site on given time.

Remedies for failure to provide acceptable performance, frame frames, escalation procedures

Failure to provide acceptable performance by XXXXXXXX under the terms of this agreement will result in the following penalties:

I.T Domestic Inbound Upselling Process

4.  This is agreement does not require any signature or stamp from XXXXXXx Consultancy services Pvt. Ltd.as its electronically approved.

If each agent is not able to achieve 3 sales per week, Then XXXXXXXX should be able to replace the agent/resource immediately.

Protection of intellectual property

XXXXXXXX agrees to safeguard any intellectual property (IP) developed in the course of providing the aforementioned services to XXXXXXx Consultancy Services Pvt. Ltd. XXXXXXx Consultancy Services Pvt. Ltd agrees to safeguard any IP the XXXXXXXX makes available to it in the course of this agreement.

Compliance with legislation, regulations, practices XXXXXXXX warrants that the services to be provided are in compliance with all applicable laws, statutes, regulations and other legal provisions to this agreement.

Termination of agreement

Services to be provided are for a period of one (1) year from the date of this agreement. Either party may terminate this agreement for cause with 60 days written notice. Further, any pending or unresolved operational issues, unpaid fees and any other remedies must be satisfied before this agreement may be terminated.

This Agreement may be signed in one or more counterpart copies, all of which together shall constitute one Agreement and each of which shall constitute an original.

14 comments:

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